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TECHNOLOGY

Machine Learning is The Future of Contact Centers

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Machine Learning is The Future of Contact Centers

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The involvement of machine learning in contact centers is a game changer. 

Businesses must leverage the technology to make the experience of dealing with contact centers less tedious for already aggrieved customers.

The success of contact centers is measured based on, more or less, two key performance indicators — the average call handling time (AHT) and customer satisfaction ratings. This means that each call made by a customer not only has to be completed quickly but also with the caller’s grievance resolved for good (preferably with no need for callbacks or escalation). That is a tall task during the best of times but becomes especially hard to accomplish during a difficult phase such as a pandemic. Machine learning and cognitive automation can be useful to resolve such problems and make contact centers faster and more effective in terms of customer grievance handling and query resolution. The implementation of machine learning in CRM can positively transform the contact centers of the future. Here’s how:

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1. Reduction of Call Handling Time

If there’s one thing customers hate doing when they call a contact center, it is waiting on the line for an extended period. Long waiting times are incredibly frustrating for callers, and several customers may feel that organizations are simply disrespecting their valuable time for the sake of it. To return the favor, customers may cease using the products or services of an organization just because they’ve had to wait a long time before getting to hear a customer service executive’s voice. According to a study, long waiting times are the reason why Americans consistently incur collective losses of about US$100 billion annually. From a business perspective, that translates into productivity losses of about US$900 per employee for organizations.

The deployment of voice chatbots and text chatbots helps businesses resolve this problem to a great extent. For example, voice chatbots can immediately engage with customers, cutting the waiting time of a given call right from the onset. Voice chatbots use NLP to “understand” customer problems. In contact centers of the future, such applications will also be able to resolve calls involving simple customer grievances or demands—such as adding a hold bag or correcting a duplication error in one of the travelers’ names in a booked flight reservation. For complex queries, grievances or requirements, the system can simply redirect calls to appropriate Subject Matter Experts (SME) for resolution with minimal delay. This represents a massive upgrade over the same situation playing out in an AI-less environment wherein callers will end up wasting several hours trying to explain their situation to a customer service agent before even getting to speak to an SME.

2. Improvement of Customer Experience

Several organizations have their contact centers located in offshore regions. Customer service agents in those countries may find it challenging to understand international customers’ accents and other linguistic intricacies during a conversation, making it impossible to have a call completed and a query resolved quickly. NLP enables voice chatbots to comprehend what a customer says, regardless of their language or accent.

Customers generally find it highly irritating when they’re made to repeat themselves over and over again during a call. The involvement of AI in CRM enables callers to have their queries understood and resolved in double-quick time, thereby raising the overall customer satisfaction index.

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It is safe to say that contact centers of the future can add several layers of effectiveness and speed by including AI in CRM-related communication.        

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TECHNOLOGY

BCN Group strengthens Microsoft Cloud Services presence with Evo-Soft acquisition

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Merger Deal

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BCN Group, a Manchester-based IT cloud and managed services specialist, has acquired Evo-Soft, a Microsoft Dynamics 365 Business Central specialist.

The acquisition follows the recent investment by ECI Partners, the leading growth-focused mid-market private equity firm and will bring the combined annual business revenue to more than £50m.

BCN is a digital transformation solutions and managed service provider delivering cloud first data strategies – including Microsoft Modern Workplace, Microsoft Azure, analytics, development, and IT security services – to the mid-market and public sector organisations. The acquisition of Evo-Soft provides BCN with a platform to provide solution driven services for businesses across the UK. The move enhances the group’s focus on and capability of delivering services and solutions from the Microsoft ecosystem.

Founded in 2001, Evo-Soft is a UK top five Microsoft Gold Enterprise Resource Planning (ERP) Partner. The solution focuses on implementing, supporting, enhancing, and accelerating the use of Microsoft Dynamics 365 Business Central for customers that want to build on process efficiencies, integrate their business solutions, automate manual processing of data, and gain operational control.

Evo-Soft has developed its own bespoke software called Evo-Supply for the importation, distribution, and simple manufacturing industries. The flexible distribution management software has been designed by Microsoft Dynamics developers with years of industry experience and is continually refined, ensuring new and improved features are available.

In addition, Evo-Soft has created specialist software for auction houses, aptly named Evo-Auction, a seamless and cost effective, front and back-end content management integration tool. The software reduces errors, speeds up processes and provides full reporting of live auctions with full integration.

Rob Davies, CEO of BCN Group, said: “The acquisition of Evo-Soft enables BCN to provide more value to our customers, enabling them to continue their digital transformation journey, exercising the full benefits of the Microsoft ecosystem. The existing capabilities around development, Microsoft Modern Workplace, analytics and Microsoft Azure is heightened with the delivering of core business applications services with Microsoft Dynamics. As such we are delighted in supporting further growth with Evo-Soft as part of the BCN Group and even more excited in delivering further digital benefits to our mid-market customers.”

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Derek Fisher, sales director and founder of Evo-Soft, said: “We are a leading provider of Microsoft Dynamics 365 Business Central solutions to importers, wholesalers, distributors, and the auction marketplace. We transform businesses with our award-winning, extensive library of solutions. The BCN acquisition provides a true opportunity for Evo-Soft and our customers to leverage and incorporate the complementary portfolio of relevant and vital IT services required for today’s businesses to continue to scale and thrive.”

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